New! Ignore topics in the Trends view
This week we launched the first phase of Topic Management: you can now remove specific topics in the Trends view.
Simply click Ignore for that topic in Admin >> Topics. You can always click Track to add it back if you change your mind.
Sentiment analysis now ~90% accurate
We’ve improved the accuracy of our sentiment analysis (that is, positive, negative, neutral).
It was previously ~70% accurate in data we tested. Pretty high but we could do better. We’ve improved it by 20-25% to achieve 90%+ accuracy.
Topics are now more relevant with fewer duplicates
We’ve improved how we group topics in Viable: duplicate topics are now significantly reduced.
For example, instead of keyboard shortcuts, shortcuts, and hot keys appearing as separate topics, they’re now automatically consolidated under one topic label, i.e. shortcuts.
This reduces a lot of noise when using the filters. The Trends graphs will also be more relevant with more unique issues highlighted.
Narrow your analysis by data source
We’ve added filters for data sources so you can ask questions and get answers about just those data points.
For example, if you just want to ask questions of your survey data from Delighted, select the Delighted filter.
Ask questions of specific customer types, product lines, and more from your CSV data
Custom surveys, product reviews, and more are often stored in CSVs—perfect for analysis in Viable.
With new trait filters, you can now ask questions about specific customer or product segments. Currently available only for CSV data sources.
Say you uploaded a CSV of an NPS survey with the following traits:
You can select, say, customer type A and product range Y across device type Z and answers to your questions will contain data specific to just those selections.
You can use all existing filters in Viable together: customer or feedback filters by data source for targeted questions and insights.
Get the frequency rate of the topics related to your question
Each answer in Viable now shows the relative importance of the main topic—for example, calendar—as a percent of all topics tagged.
You'll also get a list of additional topics most frequently mentioned with the main topic. For instance, availability is mentioned 6% of the time that calendar is mentioned in this example.
Get insights from your Front and Delighted datasets
We've added Front and Delighted integrations so you can get insights from your Front and Delighted customer feedback.
Like with Zendesk, set up is a quick, 2-click process. Data will import and automatically get tagged by topic so you can start asking questions.
When Delighted is integrated, filters for NPS scores and other Delighted categories are added to the Feedback view.
If you're using Front or Delighted, join our pilot!
Add custom data via our ingress API endpoint
Data in custom format can be added to Viable for analysis via API. Here are the instructions.
Scan feedback more easily with a cleaner UI
Feedback previously appeared as a single paragraph per data point even if users had written multiple paragraphs, lists, or separate lines. We added back line breaks to separate them—easier to read.
We’ve also moved the app logos next to the timestamp to make room for more feedback entries per screen.
Tag has been renamed Topic (in the Feedback view filters, below Emotion). More intuitive, we think!
New! Trends: See what your customers are talking about most
You can now see which topics are mentioned most often in your customer feedback data and how they trend over time. We automatically graph most mentioned topics by week.
You'll also see trending topics by dimension: positive or negative sentiment, feature requests, frustrating, delightful, confusing, disappointing, or worrying.
Answers are now more on-target
We’re constantly tinkering with the AI model in Viable to provide the best possible answers to your questions. We’ve refined answers to be more targeted to each question. You might even say our model acknowledges your question better.
Set up a “Zap” via Zapier to add more data for analysis
Want to add a dataset not currently in Zendesk to Viable? If it’s in an app supported by Zapier and you have a Zapier account, you can add it by following the instructions in our Zapier set-up guide.
Our new animation gives you a better sense of what’s happening after you ask a question—and it’s a little nicer to look at as our system prepares your answer.
Get insights into questions previously asked and answered
The new Activity feed shows questions (and their answers) previously asked by you and your colleagues. Compare answers and spot patterns.
Automated response text now excluded
Auto-generated phrases in support tickets such as chat ended will now be filtered out at ingest to improve data import.
The Slack integration (@Viable) responds much faster now. Get your questions answered without leaving your Slack space.
View tags used to generate answers
For every question, the tags used to create the answer now auto-populate under filters for your reference.
It helps as you dig deeper by topic.
Auto-generated tickets can now be filtered out by email address.
Import progress box will now disappear when the import is complete.
Below are improvements we’ve made this week.
Threaded messages now included in data import
Viable now imports all the text embedded in support ticket threaded replies.
Submit questions and get responses via Slack
You can now set up Viable to ask questions and get answers directly in Slack.
Get insights from customer feedback without leaving your Slack space.
Zapier now available for integration
We added a Zapier integration for sending customer feedback data to Viable from your Zapier-enabled apps.
For example, for customer service Twitter @ mentions, you can set up a Zap to automatically import those tweets into Viable.
You can then query the data in Viable.
More on Twitter Zaps specifically.
Email signatures and email chains now scrubbed at import
We’ve dialed up our data scrubbers to reduce “noise.” We won't tag:
Data ingestion progress bar now updates in real time.